Merchant Success Manager (United Kingdom, Ireland)

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Requirements:

• Proven experience in SaaS account management
• Experience in eCommerce (understanding of acquisition, conversion, retention); it is a complex ecosystem with many moving parts, and you need to communicate how they fit together.
• Strong business acumen and experience providing strategic advice to customers
• Exceptional ability to develop and maintain relationships with wide range of personalities, levels, and role capacities
• Experience providing customer value and driving retention; you should be merchant-focused in all that you do.
• Experience or training in digital marketing (paid advertising, social media, SEO etc); you know the tactics that will drive results.
• Technical aptitude – quick to develop a deep understanding of new software
• Experience in meeting targets all the while being merchant focussed.
• Proven ability to analyse complex situations and drive goals & action plans to lead merchants to achieve their key objectives
• Demonstrate a high-degree of customer-centric thinking, behaviour and track record and experience working cross-functionally between sales, engineering, and support teams
• Experience in Challenger Selling or other sales methodologies

Responsibilities:

• Serve as cross-functional leader across Shopify – to ensure a unified, seamless merchant experience.
• Coach merchants to grow their business by partnering with them on goal development, and providing tailored and structured recommendations to achieve those goals.
• Identify areas for improvement, including opportunities for product adoption and implementing new Shopify features; recommending ways to best utilise Shopify’s solutions.
• Build relationships and be the Trusted Advisor focussing on growing and retaining merchants.
• Connect merchants with top Shopify Partners for custom design and development projects.
• Partner with internal Shopify teams to advocate for merchants’ needs and requests.
• Demonstrate an in-depth understanding of industry trends.
• Drive product adoption across Shopify’s offerings
• Manage and prioritise your Book of Business effectively in line with expectations of the business